The HotLine Magazine Archives
For The Profession of Cloud/SaaS Product Support
Since the beginnings of the software industry, Sales has claimed to own the customer relationship. Under the traditional premised-based model, the connection between company and customer is almost invariably transactional in nature, an exchange of up-front money for software licenses. Sales gets their commissions, and has but little interest in the customer afterward. The burden of extracting value from their…

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The current bleak economic landscape offers proof of what has long been suggested here: there is no future in tech support. There is, however, a very bright potential for the profession of managing customer relationships. It's time to acknowledge the difference between layoffs and leadership, to explore the architecture of what comes before management: the design and development of what might be called "product as a relationship."

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